Telephone Etiquette

In this growing electronic age, we often forget how important it can be to have simple telephone etiquette. Outside the realm of texting and emails, many people still use the telephone as a primary source of communication. Knowing the proper etiquette and procedures for speaking with someone on the telephone can show a great deal of professionalism as well as social knowledge.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Recognize the different aspects of telephone language
  • Properly handle inbound/outbound calls
  • Know how to handle angry or rude callers
  • Learn to receive and send phone message
  • Know different methods of employee training

Aspects of Phone Etiquette

  • Phrasing
  • Tone of Voice
  • Speaking Clearly
  • Listen to the Caller
  • Case Study
  • Assessment

Using Proper Phone Language

  • Please and Thank You
  • Do Not Use Slang
  • Avoid Using the Term “You”
  • Emphasize What You Can Do, Not What You Can’t
  • Case Study
  • Assessment

Eliminate Phone Distractions

  • Avoid Eating or Drinking
  • Minimize Multi-Tasking
  • Remove Office Distractions
  • Do Not Let Others Interrupt You
  • Case Study
  • Assessment

Inbound Calls

  • Avoid Long Greeting Messages
  • Introduce Yourself
  • Focus on Their Needs
  • Be Patient
  • Case Study
  • Assessment

Outbound Calls

  • Be Prepared
  • Identify Yourself and Your Company
  • Give Them the Reason for the Call
  • Keep Caller Information Private
  • Case Study
  • Assessment

Handling Rude or Angry Callers

  • Stay Calm
  • Listen to Their Needs
  • Never Interrupt
  • Identify What You Can Do for Them
  • Case Study
  • Assessment

Handling Interoffice Calls

  • Transferring Calls
  • Placing Callers on Hold
  • Taking Messages
  • End the Conversation
  • Case Study
  • Assessment

Handling Voicemail Messages

  • Ensure the Voicemail Has a Proper Greeting
  • Answer Important Messages Right Away
  • Ensure Messages are Delivered to the Right Person
  • When Leaving a Message for Others
  • Case Study
  • Assessment

Methods of Training Employees

  • Group Training
  • One-on-One Training
  • Peer Training
  • Job Shadowing
  • Case Study
  • Assessment
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